Richard Lord
Pensacola,FL
Summary
Results-driven professional with strong skills in service planning and team management. Known for implementing effective solutions that improve customer satisfaction and operational efficiency. Ready to leverage expertise to support business growth and enhance service delivery.
Overview
10
10
years of professional experience
Work History
Assistant Service Manager
Pete Moore Imports
04.2025 - Current
- Assisted in managing daily service operations to enhance customer satisfaction.
- Coordinated service appointments and effectively communicated with clients regarding vehicle maintenance needs.
- Supported technicians by ensuring necessary tools and parts were readily available for efficient workflow.
- Trained new staff on service protocols and customer interaction techniques to improve team performance.
- Implemented process improvements that streamlined service operations and reduced wait times for customers.
- Responded promptly to customer inquiries, resolving issues and enhancing overall experience at the dealership.
- Collaborated with management to develop strategies for increasing service department productivity and revenue growth.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
Service Advisor
Pensacola Honda
11.2021 - 04.2025
- Provided exceptional customer service by addressing inquiries and resolving concerns efficiently.
- Coordinated service appointments, optimizing scheduling to enhance workflow efficiency.
- Educated customers on vehicle maintenance and repair options, fostering informed decision-making.
- Collaborated with technicians to ensure accurate diagnosis and timely completion of services.
- Maintained detailed records of customer interactions, enhancing service accuracy and follow-up processes.
- Implemented process improvements that increased service department productivity and customer satisfaction ratings.
- Trained new staff on customer service protocols, ensuring consistent delivery of quality support.
- Analyzed customer feedback data to identify trends and recommend enhancements for service offerings.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
Assistant Service Manager
Audi Pensacola
05.2016 - 10.2021
- Monitored inventory levels and placed orders for parts to ensure timely service delivery.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
Education
Music Education
University of Southern Mississippi
Hattiesburg, MSHigh School Diploma -
St Martin High School
Ocean Springs, MS06-1993
Skills
- Customer service focus
- Staff training and development
- Service planning
- Schedule coordination
- Strong leadership
- Positive attitude
- Customer service management
- Outgoing and energetic
- After-sales support
- Rapport building
Timeline
Assistant Service Manager
Pete Moore Imports
04.2025 - Current
Service Advisor
Pensacola Honda
11.2021 - 04.2025
Assistant Service Manager
Audi Pensacola
05.2016 - 10.2021
Music Education
University of Southern Mississippi
High School Diploma -
St Martin High School